All ideas

Problem Managing customer rules across multiple regions requires creating the same rule pattern repeatedly—one set per region. Rules checking customer group membership multiply the number of rules needed. Request Allow contact groups and lists, cu...

We'd like the ability to customize the colors of SLA warning icons based on priority. Currently the icon turns red when there's a quarter of the time until SLA breach is left however, this doesn't necessarily match when we want a conversation to b...

Problem There are no native validation or testing options in the Front API to verify that WhatsApp templates — including those with media headers — are correctly formatted before sending, increasing the risk of rejected messages. Request Add valid...

Problem WhatsApp templates with media headers fail when sent through the Channel API, which only handles text-body templates. Request Extend the Channel API to support sending WhatsApp templates with media headers, not just text bodies.

Problem The audit log does not record when teammates change their availability status, making it impossible for admins to review when a teammate set themselves to Busy, Available, or OOO. Request Add teammate availability status changes as tracked...

Problem Front does not support scheduling a meeting directly from an email — teammates must manually create a calendar invite and re-add participants and context from the conversation. Request Add a "Reply with Meeting" option to the email compose...

Currently Mark unread is only inside the email body. It should be enabled in email overview As a shortcut on mobile swipe like in GMAIL

Problem Many teammates use unread as a lightweight follow-up system, but Front has no way to manually mark a conversation as unread once it has been opened — unlike Gmail and Outlook. Request Let teammates manually mark an opened conversation as u...

I want to be able to bring in product line item data stored in a Google Sheet so that Ask Copilot can leverage this data to answer team member questions such as: - What products do we offer with X attribute and Y type

Problem When a teammate is composing a draft response, new incoming messages are not clearly indicated, causing important customer updates to be missed. Request Show a notification when new messages arrive while a draft is being composed, so agent...